Customer Success Manager

• Proactively engage in existing customer new pipeline generation activities such as targeted outreach campaigns, discovery calls, and strategic growth marketing initiatives (e.g., promotional offers) to identify new revenue opportunities and drive customer growth
• Promote the advantages of using the Airwallex platform and ensure our customer base is utilising it in the most effective way and identify potential churning customers and potential interventions
• Educate and drive engagement of our Self-Serve portfolio to use the full range of Airwallex products through lifecycle marketing campaigns, ideating and co-creating potential triggers and offers with marketing and strategy support
• Advocate for your customer and represent their voice inside of Airwallex
• Leverage insights from customer support interactions and product usage data to proactively identify opportunities for upselling and cross-selling Airwallex products and features
• Be a close point of contact for solving customer issues, in tandem with the Customer Support and Operations teams

• 2+ years’ experience in a customer support or account management role, preferably with a fast-growing tech startup or financial services business
• Strong verbal and written communication skills in English
• Demonstrated experience in building customer loyalty and driving increased product adoption with strong track record of hitting KPIs/Targets
• A strong ability to thrive in a fast-paced, dynamic environment is essential, and previous experience with a high-growth or globally distributed startup is highly beneficial
• Bachelor’s degree or equivalent
• Proactive, self starter and independent to manage and prioritise own book of business

Experience with Salesforce, Zendesk, Looker & Outreach is highly regarded